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Your entire relationship with customers happens in the conversation screen. It is your unified inbox: every channel (website chat, email, WhatsApp, and so on) lands in the same place. Here is how to find your way around.
The three areas of the screen
When you open a conversation, the screen splits into three parts.
- On the left — the conversation list. All ongoing discussions. Click a line to open it.
- In the center — the conversation thread. Every message exchanged with the customer, oldest to newest. This is where you reply.
- On the right — the contact panel. Information about the person (name, email, phone), their previous conversations, and useful details.
Conversation statuses
Each conversation has a status showing where it stands. You change it at the top of the conversation.
- Open — the conversation is active and waiting for action from your team.
- Pending — you have replied and are waiting for the customer (or some information). The conversation is set aside without being closed.
- Resolved — the request is handled. The conversation leaves the open list.
Tip: mark a conversation as Resolved as soon as it is done. Your list stays clean and you can see at a glance what is left to handle.
Assigning to an agent or a team
To give a conversation a clear owner, assign it.
- Open the conversation.
- In the right panel (or the top bar), find the Assigned agent field.
- Choose the agent who should handle it.
- You can also assign it to a whole team (for example Sales or Support) using the Team field.
Labels
What it is for: labels let you sort your conversations by topic — for example "refund", "delivery", "bug". You can then filter conversations by label to stay organized.
- Open a conversation.
- In the right panel, find the Conversation Actions section, then the Labels field.
- Type or pick a label to add it.
Reply or private note: the key difference
In the editor at the bottom of the thread, you have two modes. Do not mix them up.
- Reply — the message goes to the customer. They see it. This is what you use to answer.
- Private note — the message stays visible to your team only. The customer never sees it. Perfect for an internal comment, a heads-up to a colleague, or a detail to remember.
Always check you are in the right mode before sending. A private note usually appears with a different background color to prevent mistakes.